Garuda Howling eye crash locked out - SE'S answer to the problem!!!!!!!

[Pritz]

This is the response I just -finally- got:

Agent Alfred P: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Alfred P: Hello. May I have your name please?
You: *****
You: ********
Agent Alfred P: Thank you, ****. You are having a technical issue for FINAL FANTASY XIV, correct?
You: yes
Agent Alfred P: Unfortunately, this chat is only for billing and account related issues.
Agent Alfred P: I can provide you a direct contact number for tech support.
Agent Alfred P: Would you like that number?
You: but I selected tech support from the drop menu
Agent Alfred P: There isn't a tech support agent for chat available at this time.
Agent Alfred P: That's why you probably were routed to an account/billing agent

I just left the chat.

[Foxichi]

Like I said before, just call them, that guy would've gave you the number or look for the number on the site.

[Onisake]

i'm still waiting for a reply :P
hell, i'll even take that "thank you for contacting Square Enix", been checking my inbox for a long time, nothing yet.

@Onisnake:
i agree with what you said, but keep few things in mind:

what kind of a company that cant fix a problem like this in months ?!
lack of staff ? No, lack of skills? i would take a blind guess and say No..
or could it be that they just dont care ? *ding ding ding*

This is lack of knowledge of how things work in the real world.

We must talk to NA tech support. this is, at best, level 3 tech support. there is very little they can actually do aside from escalate to the devs.

GMs are capable of moving characters and fixing some bugs, as they can access the servers. However, your character needs to be logged in to do this.

It has nothing to do with lack of skills or lack of staff. it's more of a logistics problem. the NA support staff just can't access the JP servers. so we're combating 1) language barrier 2) time zone difference 3) priority of resources.

they are relaunching the game. many of these problems will be fixed at that time. it sucks for the affected few. but it's a business decision, and quite honestly i'd do the same thing.

the people who haven't been able to login for months have a very unique problem, and it's unclear how to fix it. it's even harder for us to do anything about it due to what i mentioned previously.

if the data is corrupted, dont they have a backup?

have to reset the server to access it. this isn't done often.

people are afraid that their characters are lost forever, some kind of reply saying that it's not would give us comfort.

it's not. of course they have backups. they are probably tryign to figure out a way to fix the problem without bringing the servers down. so chillax bro.

you see, the whole issue is not that we cant wait for them to fix it (let them take few months AFTER 2.0 for all i care), but we DO need a straight answer, something like:
1) your data is gone forever, sorry, deal with it.
2) rest assured, the problem is this or that and we'r working on it.

They have said number 2. so i dont' know why so many are complaining. :/

[Pietro]

I know you're trying to bring some facts and probable reasons as to how this is being handled Onisake but i think all these affected people have the right to be furious, i know it's a game but it's a game people have invested time into and you got to keep in mind all these people where working on their own goals before the relaunch which all might be shot now if SE fails to act, company descision to sit on the issue or not it's quite irritating.

[Foxichi]

Yeah, it's really not a big deal, at least got to talk to someone about it, who is willing to gather information to give the devs, so it's only matter of waiting right now.

[Onisake]

I know you're trying to bring some facts and probable reasons as to how this is being handled Onisake but i think all these affected people have the right to be furious, i know it's a game but it's a game people have invested time into and you got to keep in mind all these people where working on their own goals before the relaunch which all might be shot now if SE fails to act, company descision to sit on the issue or not it's quite irritating.

You have the right to do w/e you want IMO. but if you want to get something done you have to 'play the game.' One of my mentors once told me 'Politics makes the world go round. if anything gets done, it's because of politics'

One reason a lot of other countries dislike the good ol' USofA is because of attitude. we feel entitled. this isn't really unwarranted, we are one of, if not the, most powerful nation. but if you've ever worked with customers, you know how they can act. the ones that complain, act like the world owes them something, you don't want to help them. this is human nature.

i'm trying to bring understanding so they will be more tactful. and not yell at the NA TS guys so much. yelling at them doesnt' really fix the problem. it never will fix the problem. it's already been escalated. and they can escalate again, and again, but they are probably just as frustrated as the affected players. it's very tough to be in the position where you recieve all the complaints, but can do nothing to fix them. so cut them some slack, and show some tact.


As an example, I was dealing with Amazon customer care the other day. I paid for overnight priority shipping on something. and it did not arrive the next day. (in fact it didn't arrive for several days, and i wasn't exactly happy about it) the kicker was that my room-mate had ordered the exact same item, same shipping, but it had arrived on time. so clearly something went wrong.

So I call customer support, looking for a refund. When i pay for expensive shipping i expect it to arrive on time. After explaining the situation, I got the usual pushback.

'I'm sorry sir, we're not responsible for shipping. you have to call the carrier (UPS in this case)'

now. some people would fall for this and hang up, call UPS. but I know better "That's unacceptable. I paid you to ship, I didn't pay UPS. it's your responsibility to ensure my item arrives on time. I would like a refund on shipping, and compensation for my time. please escalate my call"

This triggers the support guy to make a couple of actions. he can either 1) try to appease me or 2) escalate my call (which he may or may not be able to do)

He tried to appease me with a $5USD gift card. "I'm sorry sir. I can't offer a refund on shipping. the best I can do is give you a $5 credit on your account"

Now, as most of you know (or maybe dont' know) these things are scripted. "That's not acceptable. I paid $22 for shipping"

"I'm sorry sir. I can't offer a refund on shipping. the best I can do is give you a $10 credit on your account"

I think you can see where this went from here. I kept the loop going until i got to $35. thanked the poor Bastard for his time and went on my way. Either they will loop you, or escalate you. either way, you'll need to try to play the game a little better. acting like a crying/bratty 12 y/o isn't the way to accomplish anything.

[ShepardG]

Onisake you are an asshole. You want to defend this situation, but the thing is, if these issues arise in 2.0 and it actually takes SE 2-3 months to come out with a RESPONSE let alone an actual fix, then the game will have failed. This isolated character login problem brings to light a bigger disconnect that has been a problem with SE's online games and that is a lack of outside of Japan developmental capabilities.
This is a Japanese video game above all else, but it's being sold on a global scale as a world accessible MMORPG. You can't have EVERY SINGLE dev who works on this to be only Japanese. I fully fill they should be the final say in any game code changes, but their NA and EU offices need to have a handful of developers who can address these problems, produce fixes in an expedient manner, and then have a direct line of communication to the final group of dev's who make the call or direct additional changes/fixes. This 3 month long process for the rest of the world to get resolutions is no longer acceptable in this day and age.

[LeonRegulus]

I'm butthurt, and am impatient. SE you owe me. rabble rabble rabblle.

Need to chill out. What did you think making angry forum post would accomplish? If it's been escalated to devs, then sit and wait it out. Onisake was just laying out the facts, in a more polite way than I would have even bothered. No need to take your frustrations out on him/her.

[Onisake]

Onisake you are an asshole. You want to defend this situation, but the thing is, if these issues arise in 2.0 and it actually takes SE 2-3 months to come out with a RESPONSE let alone an actual fix, then the game will have failed. This isolated character login problem brings to light a bigger disconnect that has been a problem with SE's online games and that is a lack of outside of Japan developmental capabilities.
This is a Japanese video game above all else, but it's being sold on a global scale as a world accessible MMORPG. You can't have EVERY SINGLE dev who works on this to be only Japanese. I fully fill they should be the final say in any game code changes, but their NA and EU offices need to have a handful of developers who can address these problems, produce fixes in an expedient manner, and then have a direct line of communication to the final group of dev's who make the call or direct additional changes/fixes. This 3 month long process for the rest of the world to get resolutions is no longer acceptable in this day and age.

oh good. crying *gets a canoe and paddles gently away on a river of delicious tears*

If you think i'm an asshole that's your beef. i'm not defending the situation. I'm explaining it. I've had my share of difficulties connecting. for a while i was disconnecting every 20 minutes. but i dont' come on the forums and cry about it. I know how to deal with TS and I understand that things go wrong, and i have an understanding of the logistics that the NA TS goes through to fix problems. making their day terrible does nothing for either of us.

I'd explain the logistics to you, but i honestly don't think you'll understand. so lets keep the name calling to a minimum, mmmkay?

Because I have a choice. I could just ignore everything in the TS forum. I could keep my knowledge to myself and not help anyone. Or i can share my knowledge/opinion and try to help a few people, even though its' going to make some people angry. So am I really being an asshole or do you just not like what i'm saying because you're butt hurt?

[madbadger00]

i love how you think everyone is NA whom is posting negative posts onisake gj on your ignorance there! let people be annoyed i mean lets be real we all pay for the service. companies a lot of the time are useless until you threaten them with not paying and leaving then shit gets done stop trying to support the big co-orps and think about the users, you aint gona get a gold star from SE cos you backed them up on forums so stop kissing ass. fact is SE is dealing with this badly by not updating information online, it doesnt take long to make a small post about what they think it may be and what they are trying to do to solve it. This small tiny piece of effort by the company would put a lot of peolpes minds at rest.